Staffing, Training, and Teamwork: the Keys to Success

Healthcare Security | Tufts Health Plan

Challenge: Maintaining a high level of excellence for a non-profit managed care company, while protecting its people and critical information.

For over 20 years Securitas USA has been the entire security officer contingent for Tufts Health Plan in Watertown, MA and its four facilities. The Securitas officers carry out the day-to-day duties of the facility which include staffing lobby entrances, managing the 1400-space parking garage, the commuter incentive program and roving patrol 24/7. Their most critical role is monitoring all four facilities in the Security Control Center.

Solution:

Staffing is crucial; bringing in candidates who embrace both the Securitas and Tufts missions and work well with their fellow officers and employees.

Training is continuous. The team simulates a different security scenario every week. Security Control Room Officers have their own training path and are tested to be certified Control Center Operators.

To foster teamwork Securitas sets aside time each quarter where all parties communicate on how to improve the operation and increase the level of trust.

Result:

A successful long term relationship between provider and customer. “The account manager and branch manager are visible, approachable and accountable; anytime I've had an issue or a problem, they've responded in a timely and appropriate fashion with our best interests in mind." says Mark Foster, Tufts Health Plan's Manager of Security & Safety.